After all else fails, it’s still not too late and best to remember the truth was always the best alternative.
When deep in the middle of a crisis, acknowledge your responsibility and even complicity, and pledge to make a clean sweep of whatever are the causes.
I provide crisis training for clients and so am admittedly watching United Healthcare closely, tho I am not involved professionally.
I am puzzled by the apparent silence from United Healthcare’s corporate communications in the wake of this crisis. (Visual analogy: ostrich).
What can they be waiting for, unless they concede their reputation is beyond repair?
At first, it would have been ‘easy’ to play the victim card… their CEO was viciously assassinated. Now they can play the victim card again, that their business is the target of a deranged attacker.
But when will they address the real problem? So many of their customers hate their business practices and those of the healthcare insurance industry at large. What do you do to fix a tattered reputation when your brand appears to be despised?
I’m skeptical that silence is the solution. I have better ideas, not that anyone has asked me.
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